1. Discuss the importance of customer services in an organization.

Good customer services can help an organization dominate the market, whereas,
negligence in this area can cause a great deal of loss. Customer
service is importance to our business because it's retains customers and extracts more
value from them. By providing top-notch customer service, businesses
recoup customer acquisition costs and cultivate a loyal following that refers customers,
serves as case studies, and provides testimonials and reviews.

2. Why is it important to know about customer’s needs?

Knowing the customer needs is key for the success of any business. An organization
cannot provide services if it does not know what the customers want. On the other hand,
providing services without proper knowledge of customer’s needs and demands can
cost the business a lot and can ultimately lead to it being shut down.

3. Discuss the importance of customer service training for an organization.

Experience shows that training and development not only helps organisations be more
flexible, proactive and customer focused in the face of fierce competition, but it is also a
prime motivational tool. The emphasis on customer service training has changed,
therefore, to a philosophy which recognises that to alter the culture of an organisation to
one which is customer focused, training and development needs to be offered to all
levels of management and staff.

4. Discuss pros and cons of a loyalty scheme.

Pros:
- An incentive to the customer to purchase from you.
- Chance to build long-term relationships
- Marketing opportunities
- Competitive edge
- Increased sales
- Customer research data
- Foundation for tie-ins to additional offers

Cons:
- Attracting customers who are not ideal
- Set-up costs
- On-costs that must be covered by attracting increased sales
- Reward(s) that might not be sufficiently motivating to win long-term loyalty
- Redemption processes that might be too complex for customers
- The time and money it would take an average customer to accumulate sufficient points
for a worthwhile reward
- Loyalty can be to the incentive rather than the supplier, which could mean loss of
business once the programme ceases